Head of Quality Management (m/w)
T-Systems Internat. - Deutschland

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Working for Deutsche Telekom

T-Systems. For business customers. Our ICT services place us in one of the most dynamic markets worldwide. We use innovative technology to develop compelling solutions for the convergence markets of tomorrow. Our goal is to help you and your business to become even more successful. If you're with T-Systems, you're already ahead of the others and can increase your edge even further.

T-Systems Production offers the position Head of Quality Management in the department Desktop Services & Solutions (DSS) located in Munich.
The Head of Quality Management is responsible for safeguarding and improving the service quality of Desktop Services & Solutions. This includes quality control, measure management, customer tracking and complaints management...
The available work time for this position can be either full-or part-time.
With work-life@telekom Deutsche Telekom fosters the compatibility of work and private life. We offer advanced work-time models, child care and health programs. This allows you to realize your full career potential while living a balanced life.
If you are interested please apply by providing application letter, CV, references, preferred work location and expected compensation to us.
About the organization
T-Systems is part of Deutsche Telekom and focuses on large corporations and public sector institutions. Using a global infrastructure of data centers and networks, T-Systems operates information and communication technology (ICT) systems. With offices in over 20 countries and global delivery capabilities, T-Systems serves companies in all industries, including automotive, telecommunications, financial sector, retail, services, media, energy, manufacturing, government agencies and the healthcare sector. Approximately 47,600 employees worldwide use their industry expertise and ICT know-how to provide top-quality service. T-Systems generated revenue of around EUR 9.1 billion in the 2010 financial year.
T-Systems Production is responsible for the global operations of pre-defined ICT products at the highest quality level for the lowest cost. We focus on coordination and extension of our Global Production Network. Closely cooperating with the Services and Delivery units of T-Systems Systems Integration, Production helps increasing the profitability of the T-Systems. We combine value-adding processes, right-shoring and industrialization aimed at minimizing the production costs. Production quality is fostered by building a "Zero Outage" culture.
Desktop Services & Solutions (DSS) is a global production line for innovative end to end desktop services in high quality at competitive costs. DSS established production facilities for centralized services such as user help desk, remote services, software distribution and messaging. The international product portfolio consists of standardized products and delivery elements such as Managed Workplace Services (MWS), Mobile Workplace Services, and Unified Messaging & Communications.
Your responsibilities
Securing and executing analysis to identify the causes of quality defects and improvement of those. Initiating and executing quality improvement measures, quality assurance of the drawn-up measures, preparation and transaction of monthly quality councils and weekly quality steerings as well as execution of customer satisfaction surveys
Lead line organization Quality Management with about 8 employees located in Germany and functional internatiol governance
Full budget responsibility for Quality Management including forecasting and target performance achievement
Act as a trusted advisor to customers, top management and colleagues
Monitor progress on a regular basis with the following methods: tracking of Key Performance Indicators (KPIs) and quality gates
Take responsibility to plan budget, track and compare actual spending, carefully manage scope and facilitate budget decisions
Actively collect best practices and facilitate update calls enabling faster adoption of new methods, reduced failure rates and improved customer satisfaction
You will collect, analyze and summarize customer situation, infrastructure, pain points, complaints and opportunities for improvement
Work closely with customers to understand, assess and decide on options for going forward
Take responsibility to engage and align with Production and other relevant units of T-Systems
The purpose of this role is to achieve fulfillment of Service Level Agreements, quality improvement and customer satisfaction
Success in this role is measured by customer satisfaction score, budget achievement and service level achievement.
Your profile
University degree or comparable job experience
Minimum of 8-10 years track record in a large, multi-national Information Technology organization with an emphasis on initiating and executing quality improvement measures and quality assurance of those measures within projects related to messaging & collaboration, mobile enterprise services, virtual desktop services and/or managed workplace services for Fortune 500 or similar organizations
Proven track record in a similar position, supported by management and customer references
Strong track record leading a line organization
Successful engagement with customers, specifically key stakeholders, Senior Management and IT Management
Broad knowledge of IT and Telecommunication industry, market, trends, technologies and key players
Excellent abilities designing, delivering, maintaining and operating infrastructure services for global world-class organizations
Strong capabilities and successful application of methods like PMI or similar Project Management, ITIL and Quality Management (e.g.: Six Sigma)
Strong track record of presenting to Top Management groups at Board meetings or at Conferences and not only as a speaker but also as main facilitator
Strong track record working in virtual settings across globally distributed teams
Pragmatic - balanced approach to management combining strategic planning, operational excellence and flawless execution
Consensus-building - capable of utilizing strong interpersonal, verbal, presentation and writing skills to successfully interact with subordinates, colleagues, and executive management
Overcoming barriers - track record as a leader with high business impact, strong negotiation skills, as well as sound diplomatic skills, smart and nice
Results Driven - confident, thrives on hard work and consistent challenge, and is quick on his/her feet. Monitors quantitative progress measures and acts quickly on deviations from plan
Global - International experience with the necessary cultural awareness and respect. Preferred to have extensive hands-on management experience in a multi-national environment
Strategic - A high-level business orientation with a multi-national understanding of how to translate business solutions and opportunities into business strategies and actions
Service oriented - achieves exceptionally high levels of customer satisfaction by carefully analyzing customer requirements and overcoming all hurdles to adapting product and service delivery to those requirements
Fluent in English, additional languages are advantageous
The position requires the willingness to travel (internationally) on a frequent basis, i.e. on average three days per week.

your chance

Are you curious? Do our tasks and profile description suit you? Then this is your chance. As an employer, we have a lot to offer - in business, as part of a team and in services for our employees. You'll be surprised!
Please send your application including salary expectations, desired start date and preferred location (for nationwide vacancies only).
Take charge of your own life . With work-life@telekom the Telekom expressly incorporates the compatibility of work and private life into its culture. Whether through advanced models for working hours, child care offers or health programs - with us you can reach your full capacity on the job while still being able to realize your individual ideas about life.
In the case of equal qualification, disabled candidates will be considered preferentially.